Changing your Email Address can be done from your Personal Profile. Login to your account, go to Administrative Forms on the right hand navigation menu and select the first option title "Update Personal Profile"

How do I change my personal information?

Changing any of your personal informaton can be done from your Personal Profile. Login to your account, go to Administrative Forms on the right hand navigation menu and select the first option title "Update Personal Profile"

How do I change the owner of the system?

You can transfer ownership by performing two simple steps. First add/edit the permission of the new owner to have "SUPER USER" permission on the system. Next, edit your System Settings by going to Administrative Forms, then click Update Association Information & System Settings. On the first tab, simply change the option that says "The System Owner Will Be" and select the new owner. That's it!

I am already a member, how do I join a new (additional) organization?

To register with an organization, whether you are new or have an existing account, please follow the instructions listed on our Registration Instructions page.

Pricing Questions

Can you explain your pricing structure?

The easiest way to think about our pricing is like a cell phone plan - the kind where you have a contract, not the pre-paid ones. In a cell phone plan, you purchase a plan that has a maximum number of minutes that you cannot exceed or go over which is what you pay for. You do not pay for the actual number of minutes you used in the month. Our system works the same way. For our systems, you will purchase a maximum upper limit for the number of officials your system will allow at any time. You purchase from us "licenses" for these spots that your actual officials can take up (which are sold in groups of 5 licenses each), but your cost is based on the licenses you purchase not the actual number of officials in your system. So for example, if you have exactly 102 officials in your organization, you will need to purchase a minimum license of 105 officials in order to fit everyone into your system.

Here's a video that explains our pricing structure:

If I remove someone from my system, can I reuse that license spot for someone new?

Yes, your licenses are only taken up by active officials in your system. So if you remove someone from your system, the license will be available for someone new in the organization.

If I run out of licenses can I add more?

Yes, but plan ahead... you can always purchase more licenses in groups of 5, however, your cost per licenses will be fixed at the beginning of each subscription term for the remainder of the term and they are not pro-rated. For example, if you purchase 30 licenses on August 4, 2017 for a 1 year subscription term your cost per license would be $5.70 USD each. If you decide in February 2018 that you need 100 more licenses (130 total licenses), they will still be $5.70 USD each and your system will still renew on August 4, 2018. Even though you appear to have crossed into a new price bracket, your per license cost will remain the same ($5.70 USD) as it was originally. On August 4, 2018 when you renew your system, we can then evaluate your license count and adjust your second year appropriately so with your new 130 licenses for your second year would be priced at $3.40 USD per license.

Do coaches and/or athletic directors take up licenses?

No, coaches and/or athletic directors do not take up licenses. You may add an unlimited number of coaches and/or athletic directors to your system and it will not affect your cost or available licenses.

Are there any setup fees?

No, there are no setup fees. The only cost you will pay is for your licenses each year.

Is there a fee for additional schedulers?

No, there are no additional fees for additional schedulers. Your schedulers will take up one of your license spots so you'll need to make sure you calculate them in when you're factoring the number of officials in your organization, but there are no additional costs associated with schedulers. If you wanted every single member in your organization to be a scheduler, you could do that (although, we obviously wouldn't recommend it).

Can I remove unused license from my system and get a refund?

No, you are not permitted remove licenses during your subscription term, however you can contact us to adjust your license count prior to renewing your system for another term if you wish to reduce your cost for your next term or switch to a different pricing tier.

If I buy licenses part way through the year are they pro-rated?

Unfortunately, No. Licenses are available for purchase throughout the year, but they are at the same price from the package that you've purchased. They are not pro-rated and your system's expiration date will not change due to additional license purchases.

Are there any fees for technical support?

No, there are no fees to use our phone and email technical support for assistance and instructions with features. Technical support can be used by any member in our system and is not limited to just schedulers. Many questions, however, are best answered by the schedulers themselves, so for this reason we recommend officials contact their scheduler prior to technical support, but it is not required. For security and accountability, our technical support team is generally not permitted to make changes/additions/uploads to your settings, assignments, games, features, etc. but they will assist with walking you through the process so that you understand how to do it. If there is a technical problem that is causing the system to operate outside of our intended design and implementation then we will make the necessary changes to whatever is needed to correct the technical issue and return operations to our intended method.

Do you show advertisements?

Yes, to balance the fact that we offer free phone, live chat, email, text messaging and social media technical support to all users while trying to keep the system cost as low as possible, we do show just a few advertisements from time to time (nothing crazy). The advertisements are STRICTLY NON-intrusive, meaning we keep them out of your way. We display only in 3 main locations on the desktop/laptop system and in 1 location on our mobile versions to keep them very minimal without interupting your work. The advertisements are intelligently placed so that they are not in the middle of your work or schedules. You can click here to see a diagram of where advertisements can potentially be displayed on the desktop/laptop versions. If the advertisements are a deal-breaker for you we have other, higher-priced options available by request.

Purchase Process

How soon can I sign in after purchasing a HorizonWebRef.com subscription?

You will receive sign in instructions by email within minutes or even seconds after your purchase. Use these instructions to sign in as the scheduler in your database. Please contact HorizonWebRef.com if have not received your sign in instructions within 24 hours after your purchase. Once signed in, you will be forced to go through a number of steps required to setup your system. Once you have completely the mandatory setup options, there will be a number of items on your Home Page in the "REMINDERS" box that will indicate the next options that require setup. These options are all required, but can be done a your leisure and in the order you choose. If you have any questions during setup, feel free to call us at +1(888)510-0605, use the Live Chat feature in the lower right corner or email us!

Can I pay by check?

Yes! You may pay by check by mailing it to our address on the contact page. If you are purchasing a new system and would like immediate access, you can call us to setup a check payment. Typically, we require a credit card to secure the purchase, but it won't be charged unless your check doesn't arrive within 15 days. If paying with a check in a foreign currency (such as Canadian Dollars) there is currently a 2.5% fee added to your balance to cover the exchange rate and bank processing charges for foreign currencies.

How do I get started using HorizonWebRef.com?

First, you'll need to click on the purchase link on the right hand side to complete your purchase and registration. Once this is complete you'll get an email with login instructions. Initially, the primary scheduler is the only account capable of signing in. This enables him/her to select the appropriate settings, features and preferences for running your organization. It also allows them to set permissions for other users. We suggest completing the following the first time you sign in:

Add & Verify your officials, contacts, leagues, venues, teams, etc.

Add & Setup permissions for your users - this will email them instructions similar to the email you get when you purchase the system.

Post a welcome announcement instructing your users what they should do next. For example, you may have them set their availability right away.

Scheduling Questions

Why can't my officials see their assignments?

By default, all assignments are marked as "unpublished". This allows the primary scheduler to verify correctness and make changes before the officials sign in and accept their games. When you're ready for officials to sign in and get notifications, select the "publish" option from the Master Schedule. This marks all games selcted as "published" and immediately sends notifications to the assigned officials where they can now see and accept their new assignments.

Can I use HorizonWebRef.com to schedule scorekeepers and minor officials?

Absolutely! HorizonWebRef.com makes it fast and easy to schedule any sort of event personnel that you will need including scorekeepers and minor officials. There is no limit to the types of personnel you can schedule. Each type of user that you will be scheduling will require a license so if you have 50 officials and 20 scorekeepers, you will need to purchase at least 70 licenses. You can then easily schedule any personnel including referees, linesmen, umpires, observers, supervisors, mentors, scorekeepers, competition judges, concession stand personnel, ticket sellers, security and more!

Can I use HorizonWebRef.com to schedule mentors or supervisors?

Absolutely! HorizonWebRef.com makes it fast and easy to schedule any sort of event personnel that you will need including mentors or supervisors. There is no limit to the types of personnel you can schedule. Each type of user that you will be scheduling will require a license so if you have 50 officials and 20 mentors, you will need to purchase at least 70 licenses. You can then easily schedule any personnel including referees, linesmen, umpires, observers, supervisors, mentors, scorekeepers, competition judges, concession stand personnel, ticket sellers, security and more!

Can I use HorizonWebRef.com to schedule competition judges?

Absolutely! HorizonWebRef.com makes it fast and easy to schedule any sort of event personnel that you will need including competition judges. There is no limit to the types of personnel you can schedule. Each type of user that you will be scheduling will require a license so if you have 70 competition judges, you will need to purchase at least 70 licenses. You can then easily schedule any personnel including referees, linesmen, umpires, observers, supervisors, mentors, scorekeepers, competition judges, concession stand personnel, ticket sellers, security and more!

Everyday General User Questions

My organization uses HorizonWebRef.com, how do I gain access?

To register with an organization, whether you are new or have an existing account, please follow the instructions listed on our Registration Instructions page.

My family all uses the same email address, can we share?

Unfortunately, no. Due to our strict dedication to our users' security, our security policy does not allow a single email address to be shared between multiple accounts and/or multiple users or people. All users must have their own unique email address in order to use our services. We recommend using GMAIL as a free email provider if you need to setup a new email address.

How old must I be to use HorizonWebRef.com?

In accordance with U.S. Law 15 U.S.C. §§ 6501–6506, you must be at least 13 years of age to use HorizonWebRef.com. If you are younger than 13 years old, your account must be registered to one of your parents and/or legal guardians and they must use the system for you.

I accidentally registered 2 accounts with 2 different email addresses, what do I do?

You will need to open a Support Ticket using the "Get Help" option on the right hand navigation menu when you login. You can request that we merge your account and we will combine the two accounts into one.

General Technical Support

How and when is technical support available?

Live Technical support is available 7 days per week in a variety of different methods to suit your needs. We work to make sure that your system is fast and easy to use. We know that time is critical when you have a technical support question so we try to make our staff available via a number of different technical support methods.

Our technical support team will be closed on the following upcoming 2017 US Holidays:

Saturday, September 2, 2017

Sunday, September 3, 2017

Monday, September 4, 2017

Monday, October 9, 2017

Saturday, November 11, 2017

Thursday, November 23, 2017

Friday, November 24, 2017

Saturday, November 25, 2017

Sunday, November 26, 2017

Sunday, December 24, 2017

Monday, December 25, 2017

Tuesday, December 26, 2017

Sunday, December 31, 2017

What is the fastest way to get technical support?

The fastest way to receive technical support is by using our online ticketing system by logging into your account and clicking the "GET HELP" option on the right hand navigation menu. If you cannot login, you can also send an email to or use the LIVE CHAT feature in the bottom right hand corner of every page.

My username or password isn't working. What do I do?

If you are getting rejected for a wrong username and/or password, the only way to recover your username and/or password is through the Password Reset Tool. This tool will reset your password and email your both your username and password so you can login again. The HorizonWebRef.com staff cannot recover your username or password as they are both encrypted for security and even we can't read them.

What Internet Browser do I need to use?

HorizonWebRef.com requires that you use a modern web browser for security, speed, and feature compatability. We support the current version and two (2) prior versions of the five (5) major web browser - Google Chrome, Mozilla Firefox, Apple Safari, Opera and Internet Explorer. We strongly recommend that users download (for free) and use Google Chrome to give them a faster and more secure experience on not only our website, but all the websites they visit. Some older browsers may work with the MOBILE VERSION only, if you find yourself needing access in a pinch. We do not support the embedded AOL browser or Internet Explorer 6.0 and will be discontinuing support of Internet Explorer 7.0 in October 2012.

The first thing you'll want to do is check your SPAM or JUNK MAIL folders for our messages. 99% of unreceived emails are caused by intercepted or discarded messages by junk mail filters. We do employ the latest technology to reduce the number of emails that go to Junk Mail, but your individual settings in your Junk Mail preferences may cause stricter enforcement than others. If you are still not receiving mail you can add the domain horizonwebref.com to your safe senders list (whitelist) to grant an exception to our mail servers.

Can I just call you for technical support?

Sure, we can certainly take your calls. We do still recommend using our ticketing system or sending us an email for the fastest and most efficient support, but if you prefer to call us, you can contact our phone support.

Phone

+1 (888) 510-0605

+44 (800) 808.5601

+61 3 9020.4519

+1 585.205.2192 International

Monday-Thursday 8:00am-7:00pm EDT (GMT -04:00)

Friday 8:00am-5:00pm EDT (GMT -04:00)

Saturday 9:00am-2:00pm EDT (GMT -04:00)

Average hold time is less than 3 minutes

Phone Support is closed on Sundays and on major United States holidays

Do I have to be near a computer when I call you?

Yes, you should be in front of your computer with our system open so that you can quickly obtain any information we may need to get from you in order to provide you with support.

Screen Sharing Info

When directed by a member of our Technical Support Staff, use the link below to access our screen sharing technology system.